We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 369227 results
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Decision Reference DRN-4727487
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4727487 The complaint Mr N complains National Westminster Bank Plc (“NatWest”) won’t refund all the money he paid towards a holiday after he experienced an issue with the accommodation booked. What happened On 24 December 2023, Mr N booked a packaged holiday through a travel company... (3 pages)View decision -
Decision Reference DRN-4760639
27 Nov 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4760639 The complaint Mr S complains that American Express Services Europe Limited (Amex) hasn’t treated him fairly when he raised a dispute about a payment. What happened Mr S noticed a transaction on his statement that he did not recognise. He contacted Amex to query the transacti... (2 pages)View decision -
Decision Reference DRN-5100304
27 Nov 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5100304 The complaint Ms L complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) hasn’t dealt fairly with her requests to be refunded certain payments made from her Chase account. What happened The background to this complaint is well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-4873881
27 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4873881 The complaint Miss H complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In October 2022 Miss H entered into a ... (5 pages)View decision -
Decision Reference DRN-5141793
27 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5141793 The complaint Mrs E, on behalf of the estate of Mrs D, complains that Lloyds Bank PLC failed to settle an invoice before distributing the funds held in the late Mrs D’s account. Mrs E says this failure led to personal embarrassment. What happened Mrs D held an account with L... (2 pages)View decision -
Decision Reference DRN-5135029
27 Nov 2024 Family Equity Plan Limited UpheldInvestmentsDRN-5135029 The complaint Mr H complains about several performance and administration issues with his Family Equity Plan Limited (trading as OneFamily) Junior ISA, that he held for his son. What happened Mr H held a JISA for his son, which he transferred into a stocks and shares JISA wi... (4 pages)View decision -
Decision Reference DRN-5092386
27 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5092386 The complaint Mr F has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an investment-related cryptocurrency scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. B... (4 pages)View decision -
Decision Reference DRN-4749710
27 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4749710 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he says was lost as the result of a scam. What happened In October 2023, Mr M received a call while he was at work. The caller said they worked for Monzo and his account had been compromised. ... (3 pages)View decision -
Decision Reference DRN-5138773
27 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5138773 The complaint Mr T complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest. He also wants compensation for the distress and inconvenience he has been caused by how his complaint h... (4 pages)View decision -
Decision Reference DRN-5087933
27 Nov 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5087933 The complaint Mr S complains about how AA Underwriting Insurance Company Limited (The AA) handled a claim he made on his after the event insurance policy. Reference to The AA includes its agents. What happened Mr S held a motor insurance policy underwritten by another insure... (3 pages)View decision
